dalee404

Summer Elisabeth Day Spa
Received a Redballoon voucher for a Japanese Head Spa with Face and Scalp Treatment - 2 Hours.
1st February I arrived 10:20am for a 10:30am appointment.
Had chocolate, nuts and tea as part of package.
Went in to room at 10:44am.
Finished the massage at 11:47am.
Seemed to be missing 1 hour of the treatment.
Contacted Summer Elisabeth Day Spa and was told I was booked in for a smaller package instead of the long one and I could come back for a 30 minute treatment and a $50 gift bag.
As I had let Summer Elisabeth know, I drove there specifically for this treatment. I don’t go to the Gold Coast often. This was a 46 minute each way exercise and paid parking.
I had let Summer Elisabeth know I would contact Redballoon to resolve which there was no response to.
Contacted Redballoon 6th February to ask for a refund of the difference in the treatments, but also that I felt the ad on their website was misleading as it is not a 2 hour treatment, but a 1.5 hour treatment based on the timing that I should have received for the longer treatment.
Contacted Redballoon on 17th February as still had no refund.
Heard back from Redballoon that Summer Elisabeth let them know a partial refund had been processed. This is not the case and had not heard anything from them in regards to card or banking details to refund.
Redballoon then let me know that to receive a partial refund I needed to call the day spa directly. Yesterday my husband called twice and I called once. No answer. No way to leave a voice message.
Today I had responded to the email thread of Summer Elisabeth and Redballoon stating the above as well as including my bank details for the $79 difference.
I had a response from Summer Elisabeth that they had credited a facial to my account and would give me $50 of products. This was what I was told on the 1st of February after my appointment which I had declined due to travel time, but also, it’s at the point of being awkward now so I don’t want to attend. Maybe I don’t even like facials or have sensitive skin and don’t want one. I have never actually been asked.
Then they responded stating they have a 24/7 call centre which has no records of my calls.
I had responded to the email with proof of my call as well as requesting my money again. Also contacted Redballon. They attempted to follow up with the day spa, but the manager was not available.
I would suggest reading the reviews on this company, it shows that they short change their clients on time and really don’t receive the feedback well. I am not alone in having such a poor experience.
For what looks like an elegant place, their customer service is below average.
And they can’t seem to tell the truth-telling Redballoon that I received a partial refund already. Incorrect. Then saying I never called them. Incorrect. Why tell Redballoon to call them directly to organise the refund if they had no intentions to actually refund.
Don’t even need a response to this review, because I see how the responses to other bad reviews are turned back on the client.
My money back would be nice though. Even just the difference between what I paid for and what I received.

I have been a loyal customer of Redballoon, always purchasing experiences for myself or as gifts. I have had a bad experience where I believe the experience owes a partial refund to myself. I have tried to resolve this with the organisation and Redballoon. I have also given feedback on the deceptive ad on Redballoon for the experience as the timing is inaccurate. This has not been changed. I have not received the partial refund from Redballoon or the company. I have had emails, phone calls and Redballoon keep putting it back on me to resolve with the company. This is a company they have backed and they need to stand by that and organise to make the person whole when the company has done the wrong thing.
The experience is Japanese Face and Scalp Spa Treatment - 2 Hours and the company is Summer Elisabeth Luxury Day Spa at Broadbeach.